Everything we do centers around the customer, their needs, and their pain points. Our approach typically starts with customer journeys. Who are our customers? How are they interacting with the bank? How are they using our products, features, services, and capabilities? What's working and what's not working?
Our work with other stakeholders across the bank is highly cross-functional. We have talented, customer-focused partners that support us and we support them in return - design, marketing, IT, brand, operations, customer support, analytics, legal, you name it.
I try to pull all departments together as one team to understand the customer's perspective. What are customers seeing? How are they feeling? What are their attitudes and behaviors? Why?
#customer-centric-approach #cross-functional-collaboration #digital-product-management #customer-experience #banking-services
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